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Conversational Cloud vs Freshdesk Comparison
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Overview
LivePerson is an industry leader in Conversational AI and enterprise-grade chatbots that increase sales and improve customer...
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
Starting from
No pricing info
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
0
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
Basiirat A.
Pros
Cons
Cons
Key features
- Total features67
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Management
- Archiving & Retention
- Assignment Management
- Auto-Responders
- Automated Routing
- Automated Scheduling
- CRM
- Call Center Management
- Call Monitoring
- Call Recording
- Call Routing
- Canned Responses
- Case Management
- Cataloging/Categorization
- Categorization/Grouping
- Chat Transcript
- Chat/Messaging
- Chatbot
- Churn Management
- Code-free Development
- Collaboration Tools
- Communication Management
- Community Management
- Conferencing
- Contact Database
- Contact Management
- Content Creation
- Content Management
- Contextual Guidance
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions / Forums
- Dispatch Management
- Drag & Drop
- Electronic Signature
- Email Management
- Email Templates
- Email Tracking
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- File Transfer
- For Developers
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- IT Asset Management
- IVR / Voice Recognition
- Inbox Management
- Incident Management
- Intent Recognition
- Interaction Tracking
- Issue Auditing
- Issue Management
- Issue Tracking
- Job Management
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Macros/Templated Responses
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Natural Language Processing
- Negative Feedback Management
- Network Monitoring
- Offline Form
- On-Demand Recording
- Online Forums
- Performance Metrics
- Pre-Configured Bot
- Predictive Analytics
- Prioritization
- Proactive Chat
- Problem Management
- Project Management
- Project Planning/Scheduling
- Project Time Tracking
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Issues
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Reporting/Project Tracking
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Scheduling
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service History
- Service Level Agreement (SLA) Management
- Session Recording
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Status Tracking
- Summary Reports
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Text Analysis
- Text Editing
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Virtual Assistant
- Visual Analytics
- Web-based Deployment
- Website Visitor Tracking
- Widgets
- Work Order Management
- Workflow Configuration
- Workflow Management
- Total features127
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Management
- Archiving & Retention
- Assignment Management
- Auto-Responders
- Automated Routing
- Automated Scheduling
- CRM
- Call Center Management
- Call Monitoring
- Call Recording
- Call Routing
- Canned Responses
- Case Management
- Cataloging/Categorization
- Categorization/Grouping
- Chat Transcript
- Chat/Messaging
- Chatbot
- Churn Management
- Code-free Development
- Collaboration Tools
- Communication Management
- Community Management
- Conferencing
- Contact Database
- Contact Management
- Content Creation
- Content Management
- Contextual Guidance
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions / Forums
- Dispatch Management
- Drag & Drop
- Electronic Signature
- Email Management
- Email Templates
- Email Tracking
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- File Transfer
- For Developers
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- IT Asset Management
- IVR / Voice Recognition
- Inbox Management
- Incident Management
- Intent Recognition
- Interaction Tracking
- Issue Auditing
- Issue Management
- Issue Tracking
- Job Management
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Macros/Templated Responses
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Natural Language Processing
- Negative Feedback Management
- Network Monitoring
- Offline Form
- On-Demand Recording
- Online Forums
- Performance Metrics
- Pre-Configured Bot
- Predictive Analytics
- Prioritization
- Proactive Chat
- Problem Management
- Project Management
- Project Planning/Scheduling
- Project Time Tracking
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Issues
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Reporting/Project Tracking
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Scheduling
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service History
- Service Level Agreement (SLA) Management
- Session Recording
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Status Tracking
- Summary Reports
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Text Analysis
- Text Editing
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Virtual Assistant
- Visual Analytics
- Web-based Deployment
- Website Visitor Tracking
- Widgets
- Work Order Management
- Workflow Configuration
- Workflow Management
Integrations
Alternatives
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User reviews that mention these apps
Petrit H.
Computer Software, 501-1,000 employees
Used daily for 6-12 months
Review source
Share this review:
Cloud, Manufacturing
Ability to use in Phone and anyplace you like
Maybe can you guys make "Dual apps support" so you can have more than one Freshdesk installed in your android phone?
John B.
Verified reviewer
Information Technology and Services, self-employed
Used daily for 6-12 months
Review source
Share this review:
Great cloud package for support ticketing tracking.
Clean look for submitting tickets for support. We are running the free version which works for many IT companies
If you want to customize the form, you'll need to pay for the use of the software
Deon N.
Verified reviewer
Information Technology and Services, 1-10 employees
Used daily for 6-12 months
Review source
Share this review:
We have been able to streamline and formalise the support experience for our customers significantly since we have started using Freshdesk.
Cloud based, intuitive interface, good functionality
Limited predefined report. If you need more reports you have to dump the data and configure your own reports which is time consuming.
Chris V.
Utilities, 1-10 employees
Review source
Share this review:
I like the general idea, i.e. cloud access help desk.
Several things: - Pick +New Ticket. Enter Contact, Subject, etc. Then Create. The Contact never gets the email. To make it work: Pick the down arrow next to New Ticket. Pick New Email. - The Announcements > Contact support link doesn't work in Firefox. Had to use IE instead.
Lajos N.
Computer Software, 1-10 employees
Used daily for 1-2 years
Review source
Share this review:
We are handling the support tickets for our cloud base software solution, issued by the end users.
I like the most it's rich functionality and simplicity. We just subscribed to it and everything is just works, no downtime at all. It is preconfigured for common scenarios and with the recommended setup we could easily start to use it. Later we extended the configuration with our requirements, fields and processes and it works like a charm!
In the Garden plan you are not able to customize the customer portal, so it is not the best experience for the end users.
John K.
Food & Beverages, 1,001-5,000 employees
Used daily for 2+ years
Review source
Share this review:
Been a long term customer and very happy
Cloud and team functional flexible true enterprise IT Help Desk Ticketing platform
Would like to know more about roadmap to integrate with other company systems e.g. BI, ERP, CRM, ETC
Miguel A.
Verified reviewer
Professional Training & Coaching, 1-10 employees
Used daily for 2+ years
Review source